Builder's Spotlight The Paceline Forum Builder's Spotlight


Go Back   The Paceline Forum > General Discussion

Reply
 
Thread Tools Display Modes
  #1  
Old 09-12-2017, 04:23 PM
Pierre Pierre is offline
Senior Member
 
Join Date: Jan 2009
Location: Toronto, Canada
Posts: 263
Question re: typical process for returning a warranty frame

Hi gang,
I'm in the process of returning a frame under warranty and am curious about how the process typically works. I feel like I'm hounding the bike shop so was hoping I could get some info behind the scenes just so that I don't come across as too obsessive about this (which if course I totally am!).

I've had some contact with the distributor (due to some issues he has helped me with along the way). Normally he would deal ONLY with the bike store so I don't want to hound him too much either (although he has been very helpful anytime I've asked).

I've already handed the frame over to the bike store . The bike store has received a Warranty Shipping slip (aka "RA") from the distributor which allows them to ship back to the distributor with costs redirected to the warranty claim. They receive this as of mid-last week.

I've also received an informal notice from the distributor that the manufacturer had approved the warranty replacement (based on a few pics and a video I sent him earlier). I got this notice prior to bringing the bike over to the store, in fact.

I guess my question ultimately is, what typically happens next?

1) Who issues the warranty frame? The bike store or the manufacturer (Note that the the frame is discontinued but the bike store itself seems to still have some in stock).

2) At what point in the process does the store/distributor get approval to hand the frame over to the consumer?

3) How much time should I expect before I get a frame back? I've got a back-up bike I'm riding in the meantime but it's not ideal.

Any feedback you guys can provide would be much appreciated.
Reply With Quote
  #2  
Old 09-12-2017, 04:42 PM
Bob Ross's Avatar
Bob Ross Bob Ross is offline
Registered (ab)User
 
Join Date: Apr 2007
Location: NYC
Posts: 2,453
Quote:
Originally Posted by Pierre View Post
Who issues the warranty frame? The bike store or the manufacturer (Note that the the frame is discontinued but the bike store itself seems to still have some in stock).
Normally it's the manufacturer. For disco'd product they'll typically offer the current equivalent model, unless they have some NOS ("new old stock") available.

If your LBS really does have some of those disco'd frames in stock the manufacturer might offer them some recompense to give you one of those. But the approval/authorization always originates with the manufacturer (...if not temporally, then certainly legally.)
Reply With Quote
  #3  
Old 09-12-2017, 08:00 PM
shovelhd's Avatar
shovelhd shovelhd is offline
Senior Member
 
Join Date: Dec 2011
Location: Western MA
Posts: 6,166
It took two weeks for my replacement Felt frame. Frame prep was included at no charge.
Reply With Quote
  #4  
Old 09-13-2017, 03:42 AM
fogrider's Avatar
fogrider fogrider is offline
Senior Member
 
Join Date: Nov 2006
Location: fogtown
Posts: 1,933
the manufacturer. there should be a manufacturer rep. that gets assigned to handle it. like anything, it just depends on their work load. They usually examine the frame to confirm that it is a warranty issue. Then, it just depends on that they have on hand. Note that if the model you have is discontinued, is there big changes to the model? is it still considered equal? they may offer you a lower model new model or ask you to pony up a few bucks. it just depends on how good their customer service is.
Reply With Quote
  #5  
Old 09-13-2017, 08:16 AM
Pierre Pierre is offline
Senior Member
 
Join Date: Jan 2009
Location: Toronto, Canada
Posts: 263
Thanks, guys. That helps a lot. I'm hopeful that I'll get a like for like replacement as the frame was available for the 2017 year but I just noticed on their website as of 2 weeks ago that they have had taken that model out of their line-up. I guess I'll just hang tight until I hear back...
Reply With Quote
  #6  
Old 09-29-2017, 02:33 PM
Pierre Pierre is offline
Senior Member
 
Join Date: Jan 2009
Location: Toronto, Canada
Posts: 263
Update - still waiting...

Turns out that the manufacturer agreed to replace the frame without even seeing it. Instead, the distributor shared the pics and video that I had made with them and they agreed to replace.

The hold up is that the manufacturer proposed to send the frame to the distributor along with the scheduled shipment of 2018 stuff so eta is sometime in October.

The good news in the interim is that I was able to get my frame back from the dealer and will ride it until the new one arrives.

I'm really dying to find out what they send me...

Two lessons I learned here though: 1) it doesn't hurt to build a relationship with the distributor if at all possible. I had previously reached out to the rep to get his advice on an issue and continued to correspond with him when the new problem came up. 2) Helps of you document your discussions with dealer/distributor (in my case via email).
Reply With Quote
  #7  
Old 09-29-2017, 02:55 PM
foo_fighter foo_fighter is offline
Senior Member
 
Join Date: Apr 2010
Location: Norcal
Posts: 576
What frame and what was the issue?
Reply With Quote
  #8  
Old 09-29-2017, 03:02 PM
kevinvc's Avatar
kevinvc kevinvc is offline
Senior Member
 
Join Date: Dec 2012
Location: Portland, OR
Posts: 848
My friend has a 3 year old Felt cyclocross bike that he has used strictly as an on-street commuter. It's developed a significant crack in the rear dropout. The bike shop where he bought it is no longer a Felt dealer. He's talked with an LBS that carries Felt, but they are unwilling to help him since he didn't buy from them. He's been trying to communicate directly with the company and sent them pictures but they have been completely unresponsive for about 2 weeks now.

Anyone have any suggestions?
__________________
Choices for Gorge riding: wind or climbs. Pick two.
Reply With Quote
  #9  
Old 09-29-2017, 08:01 PM
quickfeet quickfeet is offline
Senior Member
 
Join Date: Mar 2008
Posts: 1,263
Any bike shop unwilling to handle a warranty is short for this world. This is the single greatest opportunity to knock customer service out of the park and grab a new customer in the process.
Reply With Quote
  #10  
Old 09-29-2017, 09:59 PM
pjbaz pjbaz is offline
Senior Member
 
Join Date: Oct 2013
Posts: 137
Quote:
Originally Posted by quickfeet View Post
Any bike shop unwilling to handle a warranty is short for this world. This is the single greatest opportunity to knock customer service out of the park and grab a new customer in the process.
YUP, and it will cost the manufacturer a lot less to warranty a frame for an existing customer then it does to try and gain a new customer.
Reply With Quote
  #11  
Old 09-30-2017, 12:37 AM
RobJ RobJ is offline
Senior Member
 
Join Date: Sep 2012
Location: NoVA
Posts: 994
Question too is what was wrong with the frame that warranted a replacement but yet you are now able to ride the frame while waiting for its replacement? Some details on the brand/model could be useful to others as well.


Sent from my iPad using Tapatalk
Reply With Quote
  #12  
Old 09-30-2017, 04:14 PM
Pierre Pierre is offline
Senior Member
 
Join Date: Jan 2009
Location: Toronto, Canada
Posts: 263
Quote:
Originally Posted by RobJ View Post
Question too is what was wrong with the frame that warranted a replacement but yet you are now able to ride the frame while waiting for its replacement? Some details on the brand/model could be useful to others as well.


Sent from my iPad using Tapatalk
The frame is a Look 675 2012. I had been having ongoing issues trying to keep the headset tight (headfit 3). I tightened it 4x before giving up and bringing it in to the bike shop. I was super careful not to over tighten and followed all tips from the distributor to see if I could get it to hold. Even with some loktite play would come back within 1000kms. All parties were stumped until I happen to come across the tiniest little crack on the head tube right at the location of the integrated top cup.

At this point the play is not huge and the crack doesn't appear to be getting bigger so I'm simply taking a risk and hoping that the whole front end isn't going to fall apart from going over a bump. I've hit some decent ones with no ill effects thus far. Just need to make it through a couple more weeks.
Reply With Quote
Reply

Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump


All times are GMT -5. The time now is 10:39 AM.


Powered by vBulletin® Version 3.8.7
Copyright ©2000 - 2017, vBulletin Solutions, Inc.